It Support Specialist

Location: Pasadena area. Hybrid 9/80 schedule

Rate: flexible based on experience

This position serves as a first point of contact for City employees experiencing technical issues with computers, software, account access, printers, and other IT services. Candidates should have strong customer service skills and the ability to guide users through troubleshooting steps clearly and patiently.

KNOWLEDGE AND EXPERIENCE:

1. Experience providing telephone technical support in a help desk, service desk, or call center environment.
2. General knowledge of Windows computers, Microsoft 365 applications, web browsers, printers, and common peripheral devices.
3. Experience troubleshooting password resets, account lockouts, login issues, and basic network and VPN connectivity.
4. Familiarity with remote support tools and ticketing systems such as ServiceNow.
5. Ability to document reported issues, troubleshooting steps, and resolutions accurately.
6. Understanding of when to resolve an issue independently and when to escalate it for additional support.

KEY RESPONSIBILITIES:

1. Answer incoming support calls and provide courteous, timely technical assistance to City employees.
2. Assess reported issues, ask relevant questions, and guide users through troubleshooting steps.
3. Create, update, categorize, and prioritize support tickets according to established procedures.
4. Resolve common hardware, software, connectivity, and account access issues using approved tools and documented procedures.
5. Escalate unresolved or complex issues to the appropriate IT team with clear documentation.
6. Communicate ticket status and next steps to customers and follow up as needed.

DESIRED SKILLS:

1. Strong IT troubleshooting and problem-solving skills.
2. Excellent telephone communication, active listening, and customer service skills.
3. Ability to explain technical information to users with varying levels of technical knowledge.
4. Ability to manage multiple priorities and maintain accurate records in a busy call center environment.
5. Ability to work independently while collaborating effectively with other IT staff.
6. Reliability, patience, and sound judgment when assisting frustrated customers.

WORK-FROM-HOME ACCOMMODATIONS:

The City follows a 9/80 work schedule with alternating Fridays off. This position requires onsite attendance and is not eligible for remote work.